Job Summary
This Role oversees identifying improvement opportunities across multiple sites/locations, challenging the norm to drive continual improvement. Ensuring consistent delivery across the sites/location within his/her area of responsibility. Sharing operational best practices and representing the operation in front of the client in cooperation with Client Management. Responsible for implementing Teleperformance’s operational framework and accountable for ensuring compliance within his/her area of responsibility.
Main Responsibilities
- Implementation of Organizational structure, Roles & Responsibilities Blueprint
- Accountable for ensuring the organizational structure is implemented according to the Global blueprint.
- Identifying and onboarding the right resources on a global level in-line with the Global Roles & Responsibilities
- Ensuring the right level of engagement and alignment between the Global, Regional, and local team In-rhythm with the Global operational standards, i.e., Communication, Implementation of actions & performance achievement(s) across all regions.
- Implementing Internal KPIs and Reporting Standards (Reporting and Analysis Mechanism such as Ops/CPR dashboards)
- Validating KPIs and reports with L-SDMs to ensure they are always the most relevant and still valid according to the business requirements.
- Controlling that L-SDMs review and validate all data applicable to their area of responsibility.
- Ensuring the L-SDMs have the correct understanding and can interpretate the data in alignment with the Global standards.
- Advocate for improvement opportunities, fail-points, anomalies, and clarify any misunderstandings.
- Implementing Quality, Process & Training Management Blueprint
- Accountable for ensuring the Quality, Process & Training blueprint is implemented
- Ensuring the right level of engagement and alignment between the Global, and local QPT teams
- Intra-Daily, Daily, Weekly, Client Communication [WBR]
- Accountable for ensuring the Ops organization within his/her area of responsibility understands and follow the processes, the associated timelines, and deliverables, following up with their team until completion (i.e., Service Outages, Interval/Daily misses, compliance violations, Regional/Local impacting events, ad-hoc)
- Facilitating WBR(s) within his/her area of responsibility, working with local teams to build clear, concise updates.
- Coordinating with Client management on topics that have potential overarching impact to the contract
Competencies & Professional Background
- Minimum of 3 years’ experience and expertise in account management, service delivery management or similar function in BPO / customer service or similar business
- Knowledge of service management and project delivery methodologies; Six Sigma, DMAIC preferred
- Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high level of IT affinity
- A motivated self-starter that can build relationships quickly. Outstanding leadership and management skills
- Self-confident and assertive professional manner and poise
- Working in a structured and self-reliant way; strong organizational, time management and prioritization skills
- High client focus and quality standard
- Excellent analytical skills, alert mind, strategic and tactical thinker
- Team Player, who stands open for feedback and criticism.
- Determination and ability to get things done; ability to work under pressure, hand-on mentality, and solution-oriented approach.
- Affinity for business financials
- Ability to work in accordance to both her/his as well as her/his client’s company’s norms.
- English C1/C2
HOW TO APPLY
Does the profile match your CV and are you interested? Please submit your CV in English language including 24.04.2024
Please press the apply button below!
At TP, diversity is a part of our DNA. We are committed to providing equal employment opportunities and creating an inclusive environment for all candidates and employees. All qualified applicants will receive consideration for employment without regard to sex, race, color, creed, religion, national origin, age, disability status, marital status, pregnancy, sexual orientation, gender identity or expression.
